Staff Product Manager - Conversations
Highlevel
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About the role
Role Overview
Staff Product Manager – Conversations at HighLevel will own the end-to-end product strategy for HighLevel’s core conversation experiences and systems. The focus is on improving business-critical conversation outcomes including Time-to-First-Response (TTP), CSAT and conversation quality, and expansion-driven usage growth.
Strategic Priorities
- Drive Faster Response & Engagement
- Reduce TTP across channels via improved routing, notifications, automation, and AI-assisted workflows.
- Improve agent efficiency and response quality for SMBs and agencies at scale.
- Elevate Conversation Experience & CSAT
- Set the quality bar for conversation UX, reliability, and clarity across inboxes, threads, and customer touchpoints.
- Improve satisfaction for end customers and internal users (agents, admins, agencies).
- Unlock Expansion & Monetization
- Identify and deliver conversation-led expansion opportunities (premium channels, AI features, automation depth, usage-based growth).
- Partner with pricing, growth, and GTM teams to translate engagement into revenue.
- Scale a Reliable, Extensible Conversations Platform
- Ensure conversations scale reliably across millions of messages and multiple channels, including complex agency/sub-account setups.
- Influence platform primitives (notifications, permissions, identity, workflows) to enable Conversations innovation.
Key Responsibilities
- Own product vision, roadmap, and success metrics for Conversations aligned to TTP, CSAT, retention, and expansion.
- Understand user workflows across agencies, SMB operators, and agents to identify product opportunities.
- Lead complex, ambiguous initiatives across Conversations, CRM, Workflows, AI, and Platform systems.
- Define and track leading and lagging indicators (e.g., TTP, reply rate, resolution time, CSAT, adoption, expansion).
Collaboration
Work closely with engineering, design, data, and go-to-market teams to deliver cross-functional initiatives spanning UX, automation, AI, reliability, and scale.
About Highlevel
HighLevel is an AI-powered, all-in-one white-label sales and marketing platform for agencies, entrepreneurs, and businesses. It helps users capture, nurture, and close leads using multi-channel conversations (e.g., SMS, WhatsApp, email, chat, and social DMs) and automation, operating at large scale with extensive data and microservices infrastructure.
Scraped 7/1/2026